AVP, Global Business Development Leader (Service Operations) at ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

As the AVP, Global Business Development Leader for our Service Operations portfolio, you will be responsible for driving global market success across ServiceNow’s IT Service Management (ITSM) and IT Operations Management (ITOM) product suites. These solutions, built on the Now platform, leverage cutting-edge AI and IT operations methodologies to enhance enterprise technology processes. With these suites recognized as industry leaders, including leadership in Gartner’s Magic Quadrant, this role offers an opportunity to define our go-to-market (GTM) strategy and execution in a dynamic, rapidly evolving space. 

Key Responsibilities: 

• Strategic Leadership: Develop and execute global GTM strategies in partnership with regional sales, solution consulting, and business development teams, aimed at achieving growth in the ITSM and ITOM space. 

• Sales Enablement: Drive education, enablement, and adoption of Service Operations products by working closely with field sales teams and SC leaders to implement and refine sales strategies. 

• Customer Engagement: Meet with customers directly to provide industry and product insight, facilitating better understanding and adoption of ServiceNow solutions. 

• Cross-functional Collaboration: Collaborate across ServiceNow business units and workflows to build comprehensive solutions for specific customer use cases, ensuring alignment between product marketing, product management, and the sales force. 

• Competitive Intelligence: Lead efforts to stay ahead of the competition by tracking key trends, identifying obstacles and challenges, and ensuring ServiceNow remains at the forefront of the ITSM and ITOM markets. 

• Market Messaging: Drive internal and external messaging, ensuring that the full range of platform capabilities is effectively communicated across ecosystems including partners, customers, and prospects. 

• Partner Ecosystem: Support the regional partner channels to drive a seamless customer experience. 

• Sales Coaching: Equip and coach sales teams with foundational knowledge of the Service Operations portfolio, providing them with the tools to identify opportunities and manage the sales cycle effectively. 

• People / Organization Leadership: Manage and grow an organization at scale in service of our customers and partners 

Qualifications

To be successful in this role, we need someone who has:

• A minimum of 8 years’ experience in solution and service-based sales, business development, or product management, preferably within ITSM, ITOM, or related technology fields. 

• Demonstrated experience working within a complex matrix organization, collaborating across teams and regions to achieve success. 

• Strong understanding of ITIL frameworks, ITSM processes, and the evolving landscape of ITOM, including AI-driven solutions like Machine Learning and Natural Language Understanding. 

• Experience in leveraging IT Operations Management for digital transformation, particularly in areas like APM, DEX, Risk, and Security. 

• Exceptional communication and presentation skills, with the ability to simplify complex concepts for a wide range of audiences. 

• A proven ability to build strong relationships with C-suite executives and key stakeholders across the business ecosystem. 

• Strong fluency in English is required; additional languages are a plus.